IT Service Management process governance owner for Incident, Problem and Change Management.Manage and develop policies and standard operating procedures regarding IT Service Management process governance, methodologies and applications.Facilitate the Change Advisory Board (CAB), Major Incident Management, Stability Review Board (SRB) and Post Incident Review (PIR) meetings.Experience in IT Service Management platforms BMC Remedy and Service Now.Scrum Master for the team assisting in daily sprint objectives, overall program/project planning, retrospectives improving teen performance and productivity.Promote and support agile practices and the SAFe framework ensuring cross team dependencies are well understood and shared time lines are met.

Senior Business Systems Analyst managing Pricing Analytics for PayPal Global and PayPal Credit.Conducted business process analyses, needs assessments and preliminary cost/validation.Strategically planned and participated in service contracts, rate change, terms and conditions modifications.Defined project requirements by identifying project milestones, phases, and system protocols.Monitored project progress by tracking activity; resolving problems, publishing progress reports and recommended actions.Analyzed complex problems, interpret operational needs and developed creative solutions.

End User Monitoring Platform Manager for PayPal, eBay Market Places globally and Stubhub.Conducted business process analyses, needs assessments, triaging problematic instances and tracking data performance.Experienced in the End User Monitoring Tool Aternity/Riverbed.Project Manager for process improvements, ITSM change request, quality assurance, upgrade validation and application performance enhancement developing success use cases.Conducted business strategy and application detection measures with Defect Management business results and data summaries in performance providing paths and identifying solutions for constant improvement.Solutions Architect to business applications creating XML code, dashboards, automated reports and customized scripts.Performed real-time Business intelligence (BI) applying usage impact business results and defining custom success criteria ensuring project success and attaining service levels demanded by the business.Worked with business users to create appropriate use cases and user stories to test results ensuring quality product launches.Developed concepts, test plans, requirements, scope and objectives for global business strategies.Evaluated principles and methods of Operational Excellence (OE) to business processes analyzing the root cause of problems while systematically eliminating defects.Worked daily with Application Owners, Business Stakeholders and Technical Support Teams driving business success.Managed application behavior in real-time, resolving performance problems faster while optimizing performance and maximizing productivity.

Performed Project Management processes of initiating, organizing, integrating, planning and managing USSTRATCOM projects Support senior project managers with customer engagement, program performance and task deliverables Maintain continuous communication with clients, various stakeholders and other Government Project Managers on the progress of the project and scheduleManage change request process to ensure the appropriate documentation is updated when change request are adoptedReview system test plans and align appropriate business and IT resources for user acceptance testing